Application Support Associate
2 days ago
Join Ares Management Corporation as an experienced IT professional to provide exceptional support services for our Investment and Shared Services applications.
Job OverviewWe are seeking a highly motivated and detail-oriented individual to fill the role of Application Support Associate. As a member of our Technology team, you will be responsible for delivering top-notch technical assistance and problem-solving skills to ensure seamless operations of our business-critical applications.
Responsibilities- Act as a liaison between business users and the Technology team, fostering effective communication and collaboration.
- Provide L1 functional and technical support for Investment and Shared Services applications, leveraging your expertise in ITSM tools like ServiceNow.
- Offer rotational follow-the-sun support coverage for APAC, London, and Los Angeles users, ensuring timely resolution of issues.
- Participate in after-hours rotational on-call support, including weekends and firm holidays, demonstrating your commitment to excellence.
- Exhibit a strong sense of ownership and urgency in handling support incidents, requests, and follow-ups with clients until a satisfactory resolution is achieved.
- Apply ITIL processes to manage quality incidents, request tickets, and use JIRA for assigned APS projects, showcasing your ability to work efficiently.
- Demonstrate your willingness to document support workflows, ensuring knowledge sharing and process improvement.
- Collaborate effectively with Business Users, Application Owners, and other IT teams, promoting teamwork and synergy.
- Utilize Critical Incident and Problem management processes to identify root causes and implement strategic solutions.
- Cultivate a clear understanding of monitoring solutions for business-critical applications, ensuring proactive issue detection and resolution.
- Manage and deliver assigned projects related to production stability, software EOL, and associated application maintenance, exercising your project management skills.
- Stay up-to-date with ITIL processes such as IT Operations, Release, Change, and Access management, expanding your technical expertise.
- Communicate user notifications related to production incidents and application maintenance, providing transparent updates to stakeholders.
- Possess a Bachelor's degree in Computer Science or equivalent experience in technical training and professional work experience.
- Bring 4-6 years of relevant experience in User Access management, user provisioning, Active Directory, PowerShell, SQL, and ticketing queue systems.
We offer a competitive salary range of $120,000 - $160,000 per annum, depending on qualifications and experience. Additionally, you will enjoy a comprehensive benefits package, including medical, dental, and vision insurance, retirement savings plan, paid time off, and opportunities for professional growth and development.
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